60082: Acronis cloud certificate location

    Last update: 18-11-2022

    When troubleshooting a technical issue with backup or restore from Acronis Cloud Storage, Acronis Support can request the cloud certificate from the affected machine.

    Acronis True Image

    The certificate file is located in:

    • Windows: %allusersprofile%\Acronis\TrueImageHome\OnlineBackup
      %allusersprofile%\Acronis\SyncAgent\OnlineBackup (in case of Cloud Sync issues).
    • Mac: /Library/Application Support/Acronis/TrueImageHome/OnlineBackup

    Acronis Cyber Protect 15

    Also Acronis Cyber Backup 12.5, Acronis Backup 11.7. 

    The certificate file is located in:

    • Windows: %allusersprofile%\Acronis\BackupAndRecovery\OnlineBackup\Default\%email%
    • Virtual Appliance: /var/lib/Acronis/OnlineBackup/%email%
    • Linux: /var/lib/Acronis/BackupAndRecovery/OnlineBackup/%email%

    Acronis Cyber Protect Cloud

    Also Acronis Cyber Backup Cloud, Acronis Backup Cloud. 

    The certificate files are located in:

    • Windows: %allusersprofile%\Acronis\BackupAndRecovery\OnlineBackup\Default
    • Linux: /var/lib/Acronis/BackupAndRecovery/OnlineBackup/Default
    • MacOS: /Library/Application Support/Acronis/BackupAndRecovery/OnlineBackup/Default
    • Virtual Appliance: /var/lib/Acronis/BackupAndRecovery/OnlineBackup/%email%

    If there is more than one certificate file, collect the certificate without additional numbers in name (e.g. <account>.crt not <account>(2).crt)

    Before sending the certificate, check if the certificate is valid or not: